Hi Isaiah Boyd, Thanks for posting your same feedback in a wide range of forums across the internet. However as we attempted to tell you (and we understand you don’t like the answer as it means perhaps you didn’t read our notices), there are two points where one is made aware of the authorization: 1- prior to booking during te reservation process and 2- reiterated in the confirmation email. Together we confirmed you had such email as we went over it in our phone call; here is it again verbatim: “Please bring a valid ID and a Credit Card with you to pick up your bikes. We take a monetary authorization on all rentals, starting at $100. The authorized amount is held until we have the safe return of all rental equipment…” The amounts ensure the safe usage and return of bikes. Unfortunately, bad actors across the world make nicking bikes an easy endeavor, thusly we bike businesses must protect our fleets. I can assure you in business for over 23 years we are absolutely not predatory, but rather vibrantly and happily working in an industry recently slammed by both a global pandemic and widespread employment challenges. Best of luck to you in your future travels.

Thanks for riding with us and the wonderful feedback !!

After booking you called in the morning and asked if you could have more than one battery so you could spend all day on the bikes. We told you the bike battery last 40 miles and if you needed more there’s a fee for a second battery. Declining the 2nd, you rode to Tiburon and back (32 miles)to our shop to ask yet another staff person for a free, 2nd battery. Said staff member told you (again) about the fee, you declined again, and rode to the GG Bridge & back (12 miles)- tipping the bike over 40 miles. When the battery died, you called demanding we pick you, your husband & and the E-bikes up, and since we don’t provide livery service we declined. And here we are! While we share your enthusiasm for biking all over, we didn’t do anything we didn’t tell you upfront (albeit we actually told you twice). If you had only paid the fee you could’ve had a second whole bike for the day, and not felt frustrated posting a negative review that we don’t deserve. Next time just grab a second battery so you’ll be satisfied, SeaCoral7 !

Thank you for coming back and sharing the news about San Francisco's Great Highway being open for bikers on the weekends!

Hi Bev B and Karen C, As told to Karen C already below, although we hear that you feel disappointed, we did our best with your party. The ride to Sausalito is about 1.5 hours, and you all never called along the way to say you had any issues, to where we could come out and help you. You did however keep your bikes for 6.5 hours, a very full day, and cruised back by ferry. You wanted all of that- bikes and ferry tickets- to be comped. We cannot underwrite a large group’s full day use on bikes + ferry tickets – when were never given notice that you needed help. We did offer to comp one bike but you declined the offer. Please next time you bike with us call if you have any issues! Our phones are staffed for the entirety of our open hours.

Dear Karen, We are sorry your experience with us wasn’t as great as we strive for. Our staff is trained to tell all customers to test drive their bikes and to report any issues before leaving so we can make sure customers can have a safe and headache free experience. We also tell all of our customers about our road side service in case of any breakdown/issues that may arise; our staff corroborated you took a photo of the info sheet that details this. Our record shows that you left our location at 11am and returned 6 and ½ hours later and never called us reporting any issues with your bike. We are not sure what happened with your bike, but you did have full use of the rental service you paid for. If the issue was not addressed while you were departing on your rental, or while you were out there biking there is nothing, we can do to remedy a problem. Upon return you demanded all 3 bikes in your party and their 3 ferry tickets be ALL refunded. As we tried to reason with you, although we had no record of a problem nor could a mechanic concur there was one, we offered to comp 1 of the bikes- which you didn’t accept and started screaming at our staff. Obviously that isn’t great for someone who is innocently at work. We wished there had been a better outcome to this issue as we pride ourselves with our great customer service and can assure you our team of mechanics work around the clock to assure the safety oy our equipment. We hope you can give us another try another time!

Hi Orymo, As told when you called, we close at 730 pm and do not stay open past that. We pay our employees a living wage. This means, when we close, if they have to wait for you, they now have to add time to their long workday, change their after-work plans, and also be paid overtime. The $45 fee covers this. There are many instances in life where being late spurns a fee, and unfortunately this too is one of them. It doesn’t mean we did not provide excellent service- we did, including when you called and were surprised that closing at 730 means 730 and not later, and including waiting for you when you were late…we are confident that doesn’t mean WE are rude, but rather, running an efficient company that honors our workers.